No help to get settlement letter

My car was written off 4 weeks ago and I've been asking Absa Vehicle Finance for a settlement letter to send to my insurance for the past week and a half with NO HELP whatsoever.

They can't finalise the claim without the settlement letter. I've been getting this response from Tukiso Kolweni the whole time. I've tried to phone, but the phone call keeps on getting dropped, and once when I got through, they said I must send an email to request the document!!! PATHETIC CLIENT SERVICE!!!

Thank you for your email.

Please contact the Absa Vehicle and Asset Finance Department on ***or +27 11 ********** , as they will be able to assist you accordingly.

The Call Centre will be available from Monday to Friday between 08:00 to 18:00 pm and Saturday between 08:00 am to 13:00 pm.

Please accept our apologies for any inconvenience caused.

If you require any further assistance, please do not hesitate to email us on **********

Absa Vehicle Finance wants to deliver a world class service in all we do. Please help us to improve our service levels by evaluating the service you received, as well as the email consultant who helped you by completing the attached client satisfaction survey.

Kind regards

Tukiso Kolweni Consultant: Email Services Absa Contact Centre